Refusal to acknowledge damaged TV

Good day

My husband and I recently bought a TV at Makro Montague on the 10th of August 2023. As we were unboxing the TV, we realised that the TV had cracks on it. We reported the matter immediately and got a reference number via WhatsApp customer chatbot since the shop had already closed at 4pm during the taxi strike.

The following day, we called the store informing them what had happened and asked for a way forward. We spoke to Mark and Shaneese from the media department and they told us that we had to bring in the TV for assessment. We brought in the TV on the 11th of August at around 1pm.

Our concern is that, as your customer, no exchange was offered to us in the first place, and now we're being asked to cover the repair cost, which is not right at all, given that this defect was not caused by us. Being your customer, it is disappointing to say there is no care whatsoever and no ownership of responsibility on Makro's part in acknowledging what happened here. You have no reputation of selling damaged or expired stuff, and that has not been our experience until this instance, so why let your guard down on this matter?

We are very disappointed in this service. We have gone online and seen some reviews concerning the same issue, and it is appalling. This is completely unacceptable.

We hope you rectify this matter accordingly.